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So, I bought a couple of Brand-X Ascend XL seatposts. One has been faultless but the other doesn't hold air for more than 1-2 weeks (in fact it arrived with 0 psi in it).
I didn't purchase directly from CRC but instead another online Brand-X reseller (who for now will remain nameless - however, Google reviews are not good). Anyway, sent the post back after a few months use so that it could be sorted / replaced under warranty. The return was received on 25th July, so around 14 days ago, but have had no acknowledgement and all emails requesting an update have been ignored. Phoned the retailer today and they said they would have sent it to Hotlines for inspection and that can take many weeks to be dealt with - exact words were "one man with a pile of seatposts to inspect, this is how the whole industry is going, don't expect to get it back any time soon, you know how it is" - WTF. I challenged him by stating this wasn't my experience of the industry and that the few bike related warranty dealings I've had have all been dealt with very quickly, in fact a reverb was replaced within two days, upon which he said that you pay double for a reverb and you get what you pay for. Didn't get a good feeling and to be honest suspect he hasn't sent the post over to Hotlines.
So anybody else had a brand-x dropper dealt with under warranty and if so how long did it take to be sorted.
No but that judging from a previous recent experience trying to source a part from hotlines. That hotlines sound over the phone utter pants at giving exact accurate info.
if I were you I wouldn’t hold my breath. Name and shame retailer now I would and point them in direction of this thread.
oh and whilst you’re at it, tell Hotlines too and hopefully I can nudge their lazy asses into gear.
GF's 18 month old Ascend recently failed... logged warranty with CRC and they refunded full value (£120) within a day as no current stock. She waited a day and noticed they came back into stock so she bought one for £90 sale price.
My new Brand X dropper recently developed a fault (wobble back and forth) previous one was fault free for the year i owned it
Sent back to Wiggle tracked delivery, day it arrived they sent out a brand new one
Cant ask for better warranty than that!
I don't know if they repair or send out new units but Hotlines don't have any 150 drop Ascend posts and it's looking like a while before they get any more in . In fact I think that there is going to be a new updated model released .
Sounds like I'm being strung along. Messaged Hotlines and got a very quick and welcome response. They aim to turn around claims quickly - couple of days max and will speak to the retailer first thing in the morning and get back to me. Reading betwen the lines (and no proof), I suspect even more now, that they haven't received the post. Not great to hear that there are no XL posts available right now though
If that’s the case chivvy your lbs along to get it to hotlines asap
From my dealing with Hotlines they've always been great. Sounds like the shop is stringing you along.....
I also had this issue the other month.. Bought from ubyk who asked for the post to be returned to them... 10 days later I had a brand new post turn up with the added bonus of the newer style lever that clamps the cable. Can't really fault their service.